Debra Davis
Alpharetta,GA
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
10
10
years of professional experience
Work History
Customer Success Manager/Analyst
Verizon Connect
Alpharetta
01.2021 - 01.2024
- Assisted customers and business partners in achieving business goals
- Responsible for onboarding and driving adoption of products and services
- Utilized various tools including SQL, SAS, Tableau, Gainsight, GONG, SAP, and Salesforce
- Prepared performance reporting and customer experience insights
- Identified service/quality issues and root causes
- Conducted business reviews and identified sales opportunities for growth
- Met key performance metrics for customer retention and satisfaction.
Executive Relations Analyst
Verizon Corporate
Alpharetta
01.2019 - 01.2021
- Resolved customer cases received via phone, email, and government agencies
- Investigated and followed up to ensure equitable solutions were achieved
- Drafted formal case resolutions to Verizon Executives
- Managed Executive Relations national database to document complaint resolutions
- Provided coaching feedback to leaders and identified areas for improvement.
Customer Relations Team Leader - Customer Service (CRT)
Verizon Corporate
Alpharetta
01.2014 - 01.2019
- Supported over 125 internal frontline employees
- Handled customer escalated calls and provided resolutions
- Trained and coached employees, processed equipment orders and returns
- Handled billing inquiries, payment processing, and Tier 1 troubleshooting
- Solicited new service and product sales, multi-tasked in a fast-paced environment.
Education
MBA - Master of Science in Business Administration -
Colorado Technical University
Colorado Springs, COMaster of Science in Healthcare Administration -
Colorado Technical University
Colorado Springs, COBachelor of Science in Criminal Justice - Cum Laude -
Colorado Technical University
Colorado Springs, COAssociate of Science in Paralegal Studies - Honor Graduate -
Colorado Technical University
Colorado Springs, COSkills
- Project Management
- Financial Oversight
- Risk/Data Analysis
- Purchasing & Procurement
- Gainsight/SAP
- Supply Chain Management
- Budgeting & Forecasting
- Accounting/Inventory Management
- GONG
- Legal Research/Writing
- Tableau Reporting
- Marketing
- Contract Negotiation
- Vendor Relations
- Sales Force
- Report Analysis
- Customer Retention
- Customer Account Management
- Client Relations
- Strategic Planning
- Customer Relations
- Revenue Growth
- Stakeholder Management
- Key Performance Metrics
Timeline
Customer Success Manager/Analyst
Verizon Connect
01.2021 - 01.2024
Executive Relations Analyst
Verizon Corporate
01.2019 - 01.2021
Customer Relations Team Leader - Customer Service (CRT)
Verizon Corporate
01.2014 - 01.2019
MBA - Master of Science in Business Administration -
Colorado Technical University
Master of Science in Healthcare Administration -
Colorado Technical University
Bachelor of Science in Criminal Justice - Cum Laude -
Colorado Technical University
Associate of Science in Paralegal Studies - Honor Graduate -
Colorado Technical University
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